Vincent Ngan

Summary

Vincent Ngan is an IT professional with 10+ years of experience in technology and 5 years experience as a project manager. He has the ability to manage multiple projects and staff, and has the technical aptitude to quickly master new and proprietary technology. An extensive background in customer support and stakeholder relations gives him the ability to interact with personnel of all levels as well as executive management. Vincent honed his craft most recently at Data Industries, a small privately held firm where his flexibility allowed him to wear many hats and perform in a diverse environment. He successfully managed many of the firm's most profitable external projects. A successful, proven, effective team leader, communicator and problem solver, he is adaptable, organized, and capable of taking a birds eye view perspective to provide simple, elegant solutions to organizational needs.

Work experience

Work experience

Feb 2006 - Sep 2010

Project Manager / Senior Network Engineer

Data Industries, Ltd.

Recognized by executive management and ownership as an effective manager, valued business analyst, and consultant. Primary role was Project Manager for external projects but also performed as Sales Engineer for project proposals and presentations. Ongoing operational duties included systems administration and support for internal office IT.

Contracted by NYC School Construction Authority, NYC Department of Education, and New Jersey State Department of Education as the System Integrator for various initiatives including new building construction and retrofitting of existing school buildings with new technology

Completed 10 new school building full network infrastructure installations over 4 years. Budget: $5M-$10M each

Completed 200+ small and medium scale system integrations with rollout of platform hardware. Budget: $50K-$300K each

Sep 2004 - Feb 2006

Help Desk Coordinator

Hofstra University Computer Center

Managed the Help Desk office and its staff which provided technical support and training for faculty and employees of the university. Dedicated to the continual improvement of processes and procedures for increasing customer satisfaction and was successful in improving the quality and speed of service provided. Held training classes on the use of the university’s computing resources.

Spearheaded initiative to streamline operations resulting in a 17% decrease in average problem resolution time and 30% reduction of repeat calls in one year

Increased call handling efficiency and problem documentation with customizations to the Magic Enterprise CRM system

Recruited, trained and managed a staff of student analysts resulting in many transitioning into full-time employees

Authored Help Desk procedures and guidelines for analysts

Functioned as liaison between help desk, network infrastructure, systems, and tech services departments in projects and complex problem resolutions

Taught training classes on the use of the university’s computing resources

Sep 2003 - Sep 2004

Level 2 Technical Support Analyst

Cablevision Optimum Online Technical Support Group

Provided high level technical support over telephone for Optimum Online cable internet service customers